Netflix Hatches a Hobbled Dinosaur

On Monday, I submitted an article to Seeking Alpha about Netflix’s jarring changes. You can read the whole article at Seeking Alpha but here is the summary:

I agree that Reed’s apology was the right thing to do and was well written, but the pricing change was a tactical misstep and a missed opportunity. The splitting of the business was perhaps the right long term move but feels more about the company than the customer. For such a successful customer focused company, these moves feel pretty jarring. Customers are clearly voting with their feet.

These rapid changes to the customer experience are detrimental to Netflix’s usability and brand. Perhaps these changes will pay off with better margins, more clarity, strategic focus and CEO accountability over the long term. These changes may have been inevitable, but I would have advocated a slower rollout, better communication, more user testing and ongoing site integration.

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